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Job Description: The Enterprise Account Manager (EAM) serves as an advocate with primary responsibility for the overall satisfaction and retention for assigned enterprise client base. This role collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and development of client strategy. This role will initiate, cultivate relationships with customer decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and client goals.
- Facilitate cross-functional collaboration with executive and stakeholders to establish vision, objectives, and customer annual goals.
- Lead strategy and ownership of cross-functional initiatives to deliver strategic value to the client.
- Initiate and cultivate relationships with the client's decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and client's goals.
- Drive strategic initiatives and deliver business-aligned outcomes by understanding the client's strategic objectives.
- Establish and facilitate a governance, risk, communications, and operational program cadence to effectively ensure we are meeting all contractual commitments and driving client satisfaction.
- Realize, articulate, and communicate growth opportunities within existing client base.
- Facilitate Weekly / Monthly / Quarterly Business Reviews with clients and the appropriate internal SMEs and client stakeholders.
- Monitor and track all aspects of the client's experience including status of all projects, initiatives, solution adoption, SLA adherence and client's individual business goals. Maintains the client's 'notebook' for a single source view.
- Actively measure, monitor, and ensure the health of assigned client base from financial, dependency, risk and mitigation, and schedule perspectives.
- Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services.
Education Required:
- Bachelor's degree in business administration/management, healthcare administration/management.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 6 years' account management, sales, services, or related field.
- 4 years' Healthcare Information Technology (HIT) vendor experience.
- 4 years' Healthcare experience in ambulatory or health system.
- 3 years' NextGen experience.
- Successfully managed large multi-million-dollar clients' enterprise software systems and solutions.
- Proven success improving overall client satisfaction, retention and business growth of clients.
- Strong command of the NextGen portfolio of solutions or comparable vendor, or former client.
Knowledge, Skills & Abilities:
- Knowledge of:Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen.
- Skill in:Client-focus with excellent communication & interpersonal skills. . Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills.
- Ability to:Assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally; actively seek, develop, and proactively contribute to collaborative relationships.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
April 10, 2024